When a mystery shopper, you are like a secret agent. You go into hotels, airlines, and even real estate offices and you act like a normal customer. Your mission is to check how the members of the staff interact with you and if they serve you how they are supposed to. It is exciting, right? But at times, things get a bit complicated. Let’s tackle how to address these situations professionally.
1. The Staff Has You Quoted
Oops! Someone has a think on how you are not a customer. Perhaps they have encountered you in the past or listen to mystery shoppers.
What to do:
Do not panic. Hand over all discussions to the theater of friendly exchange. Smile and be relaxed. Just carry on as a veritable customer. Suggest changing the topic of discussion or ask questions along those lines, if need be. You will just be a bored customer without any exciting transactions.
2. They Are Life less
Certain clients are likely to dominate the approach without registering at the hotels, or at the counters of estate service.
What to do:
All that did was serve tea, and they did it polite and all. Make a report with all the information from the various document reviews. Provide satisfactory photography descriptions. Do not bring the camera closer to the counter. Take a step back and change your perspective. The more things get documented, the better the information that is shared later on translators.
3. You’re Asked Personal Questions
Sometimes, a salesperson may ask something too personal — like where you live or why you’re flying with a certain airline.
What to do:
You don’t need to share real details. Keep answers short and simple. Make up a small story if needed, but never be rude.
4. You Forget What to Ask or Check
It’s easy to forget your checklist, especially in busy places like hotels or airports.
What to do:
Review your task before going in. Keep notes on your phone or paper. If you miss something, try to go back naturally, like asking another question or checking a place again.
5. You Get Nervous
Being watched or pretending to be someone else can make you nervous.
What to do:
Take deep breaths. Remind yourself this is just a job. You’re helping businesses get better. The more you practice, the easier it gets!
Final Tip: Be Honest in Your Report
No matter what happens, always be honest. Your feedback helps airlines, hotels, and real estate companies fix problems and give better service to real customers.
At Incognito Mystery Shopping Consultancy, we believe that smart mystery shoppers can handle any situation with a cool head and a kind heart. You’re not just doing a job — you’re making businesses better every day.
Happy shopping!